Vikram Mohan Raj Kukutla
Customer Care | Customer Support | Customer Success | Application Implementation and Support | Service Desk | Project Management | ITIL® | CMMI for Services Certified | Internal Auditor ISO 9001 & ISO 27001
- Role
- Customer Care Lead at Phenom
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Vikram Mohan Raj Kukutla
16+ years of experience in Leadership, Team Management, IT services - Implementation and upgrades, Customer Support, Technical Support, DMS, Healthcare IT, SQL Server, Web Server, IIS, EHR, HL7, VM Ware, Windows & Server Administration
Experience
Customer Care Lead
May 2025 — Present · Hyderabad, IN
Serving as the primary liaison between Engineering and Global Customer Care (GCC) for a portfolio of key clients, ensuring seamless communication and resolution of technical issues. • Proactively monitoring client health using support tickets, analytics dashboards, call reviews, and escalations to anticipate and address potential concerns. • Delivering exceptional on-boarding experiences and ongoing support, contributing to strong client retention and satisfaction. • Leading client-facing initiatives, including hosting regular calls, participating in QBRs (Quarterly Business Reviews), and presenting product updates or issue resolutions. • Collaborating cross-functionally with Development, Customer Value, Account Management, and executive teams to enhance the overall support experience. • Leveraging deep product knowledge to troubleshoot and resolve complex customer issues, reducing average ticket resolution time and improving support quality. • Providing leadership and mentorship to Tier Leads, promoting ownership and accountability in resolving advanced technical challenges. • Playing a key role in driving the adoption of new product features by educating clients and coordinating internal rollout strategies. • Handling client escalations with urgency and professionalism, contributing to improved NPS and CSAT scores. • Supporting continuous improvement efforts by identifying support gaps and suggesting enhancements to tools, processes, and documentation.
Education
Jawaharlal Nehru Technological University
Bachelor of Technology (BTech), Electrical, Electronics and Communications Engineering
2004 — 2008
Symbiosis Centre for Distance Learning
PGDBA, Operations
2014 — 2018
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